Strategic WFM Analyst

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Strategic WFM Analyst based in Canada. This role sits within a centralized Workforce Management Planning & Operations Strategy function, with responsibility for forecasting, capacity planning, workforce cost optimization, and strategic headcount decisions. You will translate complex demand forecasts into actionable staffing, budget, and capacity strategies across multiple lines of business. The position goes beyond traditional scheduling and intraday management, requiring strong financial judgment and analytical depth. You will assess trade-offs across internal teams, BPO partners, overtime, productivity, and workforce capacity. Working closely with Finance, Product, and Operations, you will influence important staffing and investment decisions. The role is ideal for a highly analytical WFM professional who thrives in ambiguity and communicates complex insights with executive-level clarity. Accountabilities - Translate multi-line-of-business demand forecasts into monthly and quarterly capacity, headcount, staffing, and budget requirements. - Model workforce and financial trade-offs across internal FTEs, BPO partners, overtime, bonus hours, productivity changes, and shrinkage. - Analyze changes in demand drivers, including product launches and shifts in AI-driven automation, and quantify their impact on workforce capacity and costs. - Partner with Finance, Product, and Operations teams to validate assumptions, establish input expectations, and align on staffing commitments. - Prepare concise, decision-ready executive memos and Weekly Business Reviews that clearly communicate workforce insights, risks, recommendations, and required decisions.

- Conduct detailed root-cause analyses when operational performance differs from capacity plans, identifying corrective actions and opportunities for improvement. - Standardize capacity planning frameworks, analytical models, templates, and operating standards across multiple lines of business. - Maintain strong forecasting expertise to audit models, challenge assumptions, identify risks, and provide broader support to the centralized WFM organization. Requirements: - Bring strong quantitative expertise and deep knowledge of Workforce Management fundamentals, including capacity modeling, Erlang, shrinkage, AHT, and SLA/ASA trade-offs. - Demonstrate advanced proficiency with analytical tools such as Google Sheets, SQL, or Python, with the ability to work confidently with complex and imperfect datasets. - Show strong business and financial judgment, with the ability to connect operational workforce dynamics to hiring requirements, BPO costs, overtime exposure, budget implications, and service-level risk. - Possess excellent strategic communication and writing skills, with the ability to distill complex workforce analytics into concise, executive-ready one- to two-page decision memos. - Demonstrate experience influencing Finance, Product, Operations, and senior stakeholders through data-driven recommendations, even without formal authority. - Be comfortable building governance frameworks, challenging assumptions with backtested analysis, and establishing consistent planning standards across teams. - Thrive in ambiguous, fast-moving environments where data may be incomplete and priorities are complex, using independent judgment to identify what matters most without requiring step-by-step direction. - Bring a strong core WFM background with a strategic and operations-oriented focus, rather than a primarily scheduling or intraday-monitoring profile. Benefits: - Competitive compensation ranging from $50,000 to $110,000, with individual offers determined by factors such as experience, qualifications, education, certifications, and geographic location.